 Dealing with a difficult customer or situation
o Avoid arguing with customers and/or being defensive
o Do not minimize customers problems
o Avoid being judgmental
o Clarify customer statements
Ask open-ended questions to narrow the scope of the problem
Restate the issue or question to verify understanding

 Set and meet expectations / timeline and communicate status with the customer
o Offer different repair / replacement options if applicable
o Provide proper documentation on the services provided
o Follow up with customer / user at a later date to verify satisfaction

for my job they are recommending me take the a+...so , I guess my question is Where do I began? There is so much to cover, having that said a bit overwhelming. Please point me in a direction I can get started from.

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